Tenant Satisfaction How and What Works? Lisa Scarboro 7 December 2009 Liberal Studies Capstone Tenant Satisfaction How and What Works? Photography Mass Communications Computer Based Information Systems Marketing

Background Info My Introduction into the real estate business Why it is important to me? The need behind tenant satisfaction

Background: My insight External environmental issues Benefits of a good landlord

History Why renting is important in the U.S. Today’s economy Tenant housing is growing 50.4 percent of all central city households and 29.2 percent of all suburban households are renter occupied Today’s economy

What keeps tenants happy? Basic Needs (Privacy & Security) Getting involved Neighborhood (Socio-status aspects) Health services Communication Phone Call By E-mail By Letter

Does this look good? Beautiful Large Home Vinings Smyrna Area 3658 Gatehurst Court SE Smyrna, GA 30080 Map Bullock Habersham Apartments 3251 Washington Road East Point, GA 30344 Map

Visual Appeal & Aesthetics How aesthetics attract GOOD prospective tenants

Research Design Survey 1- Tenant satisfaction Feedback Limitations

Research Design Survey 2: Visual Preference Survey Constant: Size, Quality, visual appeal How to achieve more effective rental listings Reasons for good quality photographs Survey # 2

Results Composition of the participants in the survey Taking everything into account, how satisfied or dissatisfied are you with the overall service provided by the landlord? Composition of the participants in the survey Comparison with how satisfied or dissatisfied those are with the services provided by their current landlord.

Common words used by tenants in relation to their home Very Satisfied Tenants: Condition of Property, location, Ethics Fairly Satisfied Tenants: Neighborhood, References, Age and Accommodation Fairly Dissatisfied Tenants: Only Location

Repairs and Maintenance “the landlord [has] been flexible and responsive to my needs since day one. I'd say that the tenant-landlord relationship has been productive and sustaining.”

Filters Participants who are only fairly or very satisfied with the way their landlord deals with maintenance issues value the overall quality of their home, and their last conversation with the landlord about repairs ended positively. The landlord was able to deal with their problem

Conclusion Having the right tools to know what a person needs or wants most can be helpful in leading tenant/landlord relationships down the right path. This study has contributed to my furthered understanding of the rental market.

Acknowledgements Thank you!! Dr. Cynthia Cano Emily Gomez Doug Oetter